User help desk
Support for the organisation's internal users: devices, accounts, access, office software, printers and telephony.
NOC and help desk · GRUPO INAN SpA
24/7 support and monitoring for your operation
We run your infrastructure and support your users remotely from our operations centre in Chile: permanent monitoring, incident management and service levels committed by contract. The scope is defined with you before we talk about pricing.
24/7/365 coverage
Contractual service levels
ISO 27001 security
100% remote operation from our NOC
ISO 27001 and ISO 9001
Current certifications
TIER III
Our own data centers in Santiago
60+
Purchase orders on Mercado Público
Own ASN
Autonomous network with IP addressing
Starting point
What we mean by 24/7 support
The term covers very different services. The first step is to define which one you need, so we can propose a scheme we can guarantee in full.
Infrastructure monitoring and operation
Permanent monitoring of servers, networks, links, services and critical systems, with incident response.
Hosted infrastructure with support
Systems are moved to our data centers and 24/7 support is built into the service.
Combined scheme
User help desk during the agreed hours, plus 24-hour monitoring and response to infrastructure incidents, under a single point of contact.
Scope
What we monitor
We define together what should be included. Anything left out is explicitly declared as an exclusion, so there are no grey areas when an incident occurs.
Servers and compute
- Physical servers
- Virtual machines and hypervisors
- Storage and disk arrays
- Operating systems and services
- CPU, memory and disk usage
Network and connectivity
- Switches, routers and firewalls
- Links with internet providers
- Wireless network
- VPN and remote access
- Link usage and saturation
Applications and data
- Databases
- In-house information systems
- Email and collaboration
- Websites and web services
- Digital certificates and domains
Physical infrastructure
- Power: UPS, generators and switchboards
- Cooling of technical rooms
- Temperature and humidity
- Access control and CCTV
Backup and continuity
- Daily backup execution
- Restore verification
- Data replication
- Recovery objectives (RTO / RPO)
Security
- Security events and alerts
- Antivirus or EDR status
- Updates and patches
- Privileged access
Service levels
Committed response times
The priority of each incident is set by its impact on the operation, not by its technical difficulty. A failure that takes down an entire area is handled immediately, even if resolving it is complex.
30 minutes
Committed first response for critical incidents, 24 hours a day
15 / 30 min
Average resolution of basic issues: 15 minutes via live chat and WhatsApp, 30 minutes via ticket
95%
Committed compliance with the times, measured monthly
| Priority | When it applies | First response | Updates | Resolution |
|---|---|---|---|---|
| P1 — Critical | Service down or critical system inoperative. Affects the whole organisation or an entire area | 30 min · 24/7 | every hour | 4 hours |
| P2 — High | Significant degradation or failure affecting several users or a relevant service | 2 hours · 24/7 | every 4 hours | 8 hours |
| P3 — Medium | Failure affecting one user or a non-critical function | 4 business hours | daily | 48 hours |
| P4 — Low | Queries, service requests and scheduled changes | 8 business hours | — | 72 hours |
Business hours are 09:00 to 18:00. First response and diagnosis are guaranteed contractually; resolution times are committed as a target, since they may depend on manufacturers, external providers or access we do not manage.
Level 1
First contact. Basic issues, workstation setup, access and operating system reinstallation. Average resolution of 15 minutes via live chat and WhatsApp, and 30 minutes via ticket.
Level 2
Medium complexity. Technical analysis, system configuration and work on servers and applications.
Level 3
High complexity. Engineering, root cause analysis and coordination with manufacturers or external providers.
Priority defines how quickly a case is handled; the escalation level defines who handles it. They are two independent axes: an incident can be top priority and still require third-level engineering.
Schemes
Two possible schemes
The final scheme is proposed once we know the scope and the service levels your operation requires.
Remote monitoring and response
- Permanent 24/7/365 monitoring
- Remote response to alerts
- Help desk during business hours
- Ticket platform with SLA
- Monthly report and meeting
The best balance between coverage and cost.
Request a proposal
Most requested
Remote with dedicated on-call
- Everything in the previous scheme
- Guaranteed on-call engineer outside business hours
- Committed response for critical severity
- Immediate escalation to a specialist
- Fortnightly report
For operations where downtime has contractual consequences.
Request a proposal
Help desk
How you reach us
Ticket platform
Self-service web portal where users create and track their tickets, with full history and notifications on every status change.
Dedicated WhatsApp
A number exclusive to the organisation, staffed by our support team. Every conversation is logged and traceable.
Live chat
Installed on the organisation's site or intranet and staffed in real time by our support team. If the case requires it, the agent turns it into a ticket with the full history.
Dedicated email
An exclusive address that creates the ticket automatically.
Exclusive phone line
A dedicated number is included in the service. Having our agents answer voice calls is quoted separately.
Assisted remote desktop
Direct resolution on the user's device when the case allows it.
All channels run on the same platform, so each user's history stays unified no matter where they wrote from. The channels enabled are defined according to what your organisation needs: not all of them are mandatory.
Transparency
What information you receive
A status dashboard with permanent access for designated managers, plus a periodic report detailing the operation.
- Total volume of requests received
- Percentage resolved on first contact
- Average first response time
- Average resolution time
- Compliance by severity level
- Breakdown by request type
- Areas or users with the highest volume
- Recurring requests and their cause
- Satisfaction of the user served
Terms
What is always put in writing
A support contract works when it states precisely what it covers and what it does not. These are the points we define before signing.
Closed scope
An exact inventory of the equipment, systems and users covered. Anything not listed is out of scope.
Explicit exclusions
Third-party failures, external power outages, equipment out of manufacturer support, changes made without notice and missing access or authorisations pause the response-time clock.
Measurement and penalties
Compliance measured monthly across all tickets, with a 95% target. Tiered discounts on the monthly fee, with a defined maximum cap.
Maintenance windows
Agreed periods in which scheduled downtime does not count as an incident.
Confidentiality and data
Information handled in accordance with current regulations. GRUPO INAN operates under ISO 27001 certification.
Term and termination
Duration, grounds for termination, handover of documentation and an orderly transfer of the service.
Commercial transparency
What determines the price of the service
There is no single price for a support service: the figure is built from concrete variables. These are the ones that drive the sizing and therefore the monthly cost.
Coverage arrangement
24/7, business hours only, out-of-hours only or with on-call. This is the heaviest variable: permanent coverage requires a much larger team.
Support volume
Users and devices to cover, and estimated monthly requests. Determines the number of agents assigned.
Resolution levels
Whether only first level is required, or also specialised second- and third-level support.
Technical scope
Number and complexity of the systems, applications and equipment included.
Required service levels
The committed response and resolution times. Tighter times require greater availability.
Infrastructure monitoring
Whether permanent monitoring of servers, networks and services is included.
Channels enabled
How many support channels are kept active at the same time.
This service is assessed case by case. The scope, the hours of coverage, the volume of users and devices, the required service levels and your organisation's industry determine the sizing of the assigned team. That is why the price comes in a formal proposal, after the scope is closed with you.
How we start
Next steps
1
Scope definition
We close, together, the list of systems, users and coverage the service must include.
2
Service level review
We review the response times and conditions your contract requires.
3
Formal proposal
We deliver a detailed scope, the arrangement, committed service levels, exclusions and pricing.
4
Getting started
Technical assessment, monitoring installation, documentation of procedures and go-live.
Our commitment
We would rather propose a scheme we can deliver in full than commit to coverage we cannot sustain. That is why the scope and service levels are defined before we talk about pricing.
Frequently asked questions
What is the difference between the help desk and monitoring?
The help desk supports the people in your organisation: devices, accounts, access, email, printing. Monitoring watches the infrastructure: servers, networks, links and critical services, with incident response. They can be contracted separately or together, depending on what you need.
Do my servers have to be hosted with you?
No. We monitor and run infrastructure wherever it is: at your premises, with another provider or in the cloud. And if it suits you to move it to our data centers in Santiago, support is built into the service.
How much does the service cost?
There is no single price: it depends on the hours of coverage, the volume of users and devices, the resolution levels required and the technical scope. After a discovery meeting we deliver a formal proposal with scope, arrangement, service levels, exclusions and pricing.
What happens if you miss the committed times?
Compliance is measured monthly across all tickets, with a 95% target. The contract sets tiered discounts on the monthly fee, with an agreed maximum cap.
Does the service include on-site visits?
No. The service is 100% remote and delivered from our network operations centre. We monitor, diagnose and resolve remotely, with access to the systems agreed in the scope.
Do you work with public institutions?
Yes. We have experience with health services, municipalities and universities, and we regularly operate in tenders and public procurement.
Can the response times be adjusted?
Yes. The published times are our standard scheme. If your organisation requires tighter times, or more relaxed ones, the scheme adapts. Each adjustment affects the sizing of the assigned team and therefore the price.
Shall we discuss the scope of your operation?
Book a free discovery meeting. We define which systems and users the service must cover, what levels your contract requires, and we deliver a formal proposal.